Use the retailer standards dashboard

This article explains how to use the retailer standards dashboard to monitor and improve your Shopping Actions retailer standards performance.


You’ll receive an email notification about your new score on the first day of each month, but regularly monitoring your performance may help you maintain a higher retailer standards score. The scorecard shows your current performance score, as well as real time statistics, score history, and trends. You can also review orders with defects.

Note: While penalties are usually applied gradually, under extreme circumstances, Google may immediately suspend a low-performing account. Learn more about retailer standards and policies

How it works

The Standards tab in Merchant Center includes 2 sections:

  • The Overview section provides a general overview of the account performance during the last evaluation period. If you’re new to the program, the scorecard will not show current statistics.
  • The Details section provides detailed reporting on each of the defects discovered during evaluation cycle and real time defects.

Note: Retailer standards scoring doesn’t count the percentage of the returns against your score.

How to use the Overview section

In the Standards section, you’ll find the following information:

Performance scorecard


Displays your retailer standards score for the last evaluation cycle, indicating the scoring timeframe.

Note: if the card is grayed out, this means that you’re yet not eligible for the Retailer Standards score.

Score history Gives you an overview of the retailer standards score month over month.
Metrics at a glance Track your defects over time including current date.
How scores are calculated Learn more about the evaluation criteria for retailer standards score
How you compare to other retailers

Displays your Item defect rate and shipping defect rate in comparison to all the other retailers and in relation to the performance scores.

When you hover over this card, you’ll see a description of your score and the percentile of merchants each defect rate refers to.

Performance breakdown

Item defect rate Item defects as a ratio of total items fulfilled.
Shipping defect rate Shipping defects as a ratio of total items fulfilled.
Sales Sales, calculated when orders are placed.
Items Fulfilled items. Returns are not discounted.

How to use the Details section

In the Details section, you’ll find the following information:
Item cancellations
  • Items canceled by the seller.
  • Items canceled by Google due to not being shipped within 3 days of seller provided handling time
Orders with 1 or 2 star customer reviews Negative reviews due to poor customer service, late delivery, item cancelations, or item tracking issues.
Late delivery May happen if:
  • Items are shipped late and delivered late
  • Items are shipped on-time and delivered late
Items delivered with invalid tracking number These include:
  • Missing tracking information
  • Incorrect tracking numbers
  • Used tracking numbers
  • Duplicate tracking numbers
  • No carrier scan
Note: Merchants are responsible for maintaining relationships with their carriers. Google may not advise on carrier delays in the instances when the order met the handling time, but not the expected delivery time.
To restore your account or to escalate a dispute, contact us. After you've submitted your appeal, a member of the Shopping Actions team will be in touch. 

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